1. Executive Summary Intertec International Service Offering
Helping our clients succeed is our mission. Delivering Global IT Solutions is our passion.
www.intertecintl.com

2. www.intertecintl.comExecutive Summary 2
Intertec International is a premier provider
of information technology services to
companies around the world since 2002
Global IT services with Nearshore delivery
capabilities utilizing the Costa Rica
Technology Center (CRTC)
Continued growth eight years straight
About Us
Our consultants around the world -
working on projects for the
government, aerospace, high tech,
retail, finance, pharmaceutical, and
other industries.
Corporate headquarters is in Phoenix,
Arizona with international operations in
Latin America and Europe
Senior leadership team, each with over 20
years of experience
Corporate focus on service, reputation,
trust, and financial stability

3. www.intertecintl.comExecutive Summary 3
Service Offerings
ERP Support
Application
Development
Enterprise
Management
Service
Desk

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Service Catalog
ERP/SAP Software Support
 Implementation, functional, and ABAP
development support
 Existing implementations, post go live
enhancements, and production support ticket
resolution
 Expertise in dual-shore (Onsite and Nearshore)
delivery models
Service Desk
 End-to-end support
 Level I, II, and III technical support engineers,
ensuring efficient problem diagnosis and
resolution
 Technical support via phone, web, email, and
chat
 Continual Service Improvement process, aligning
IT services to business needs
Remote Enterprise Monitoring
 Network Operation Center (NOC)
 Enterprise Remote Monitoring
 Event Management
 IT Operations Management
 Incident Management
 Daily and monthly reports on SLA
Application Development
 Teams of interdisciplinary analysts, developers,
leads, architects and project managers
 Client support through outsourced, co-managed
or staff augmentation service models
 Expertise in cross-platform JAVA, .NET, Enterprise
Application Integration, Data Warehouse & BI,
and Web Development

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ERP Support Services
ERP
Implementation
•Support
•Project PMO
•System configuration
•Process redesign
•Training
•Go-live support
Functional Support
•System configuration
•Master data loads
•Automated Testing
•Documentation
support
Technical Support
•Onsite and
Nearshore delivery
•Custom Development
•LSMW load programs
•Forms and Reports
 Expertise in aligning key resources with customers directly, as well as partnerships with Tier 1 integrators
 Supplement standard support methodologies with expertise in dual-shore (Onsite and Nearshore) delivery
models
 Core focus on implementation support, functional support, and ABAP development
 Specialize in support for existing implementations, post go-live enhancements, and production support ticket
resolution
Intertec’s proven experience in delivering ERP Support Services is based on our capabilities and vast network
of senior consultants throughout the United States and Europe.

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We base our delivery methodology on industry Best Practices and help our clients improve internal processes and
call flows to maximize agent productivity and help reduce the number of support requests over time.
Service Desk Solutions
 End-to-end support : call logging and routing, problem
diagnosis, escalation, problem resolution, tracking and
reporting
 Single point-of-contact for all IT support requests
such as PC troubleshooting, high end server support
and software, third-party applications, and proprietary
customer products support
 Level I, II, and III technical support engineers, ensuring
efficient problem diagnosis and resolution
 Technical support via phone, web, email, and chat
Call center operations and continuity of services such as:
 Ticket analysis to detect trends and improvement
opportunities
 Product and process hardening
 Improve call center ergonomics
 Build and develop systems to reduce call drivers
and eliminate manual work
 Improve escalation process
 Increase technical competency in new technology
implementation
Service Desk Solutions

7. www.intertecintl.comExecutive Summary
• Business Object
• Crystal Report
• Oracle
• SQL Server
7
Application Development
 Our teams of interdisciplinary analysts, developers, leads, architects, and project managers cater to our
clients through outsourced, co-managed, or staffing service models.
• Java Applets,
Servlets, JSP, Swing
• J2EE (JMS, JNDI,
JDBC, EJB, RMI)
• CORBA
• Frameworks:
 Spring
 iBatis
 Hibernate
 Struts
Cross-Platform Java
Development
.NET Development
• Visual Studio .NET
• Managed C++, C#,
J#, VB .NET
• ADO. Net
• COM+
• Access
• Exchange Server
• SharePoint Server
• Site Server
• Commerce Server
Enterprise App.
Integration
• Enterprise
Information Portal
• JCA, Web Service
• BPM, Application
Integration, Data
Integration
• Rosetta Net
• Exchange Server
• SharePoint Server
• Site Server
Data Warehouse &
Business Intelligence
Web Development
• Web Application
Servers: Web
Logic, Web Sphere
and Sun One
• JavaScript
• JSP
• ASP. Net
• Web Services, XML
• AJAX
From new solutions development to existing software enhancement, maintenance or support; our world class
software specialists are proficient across the spectrum of mainstream or legacy platforms and technologies.

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Remote Enterprise Monitoring
 Alarm monitoring
 Performance monitoring
 Routine system maintenance
 Ticket routing, escalations, and follow-up
 Daily and monthly reports of KPI (Key Performance Indicators)
 Trend Reports and Trend Analysis
 Proactive network management, assessment, and optimization
 Remote Server Admin & Support (Windows 2000 & 2003, IIS 5 & 6, 32 and
64 bit environments)
 Secure account set up
 SQL 2000 & 2005 maintenance, administration, and monitoring (32 and 64
bit environments)
 Website installation under platform IIS 6 & 7, 32, and 64 bit environments
 Application management (including configuration, migrations, permissions
and maintenance)
 Active directory management
 Workstation support
 RILO server administration
 Large-scale server patching (including clustering)
Remote Enterprise Monitoring Services
Intertec International supports a wide range of Infrastructure Support related services. We develop strategies,
design processes, construct and integrate technology architecture, and provide outsourcing services by offering
end-to-end support.
 Network Operation Center (NOC)
 Remote Enterprise Monitoring
 Event Management
 IT Operations Management
 Incident Management
 Daily and monthly reports on SLA

9. www.intertecintl.comExecutive Summary
Costa Rica
Technology Center
9
Strategic
Location
Qualified
Workforce
Excellent
Business Climate
Mature IT
Industry

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Intertec International provides project support to US customers from our Technology Center in San Jose, Costa
Rica. The Costa Rica Technology Center (CRTC) was founded in 2002 and is located in one of the country’s
premier business centers.
CRTC Nearshore Services
Intertec’s multiple project teams provide:
 Systems Development in Java, .NET, and PHP
 Legacy system support in ASP, C#, and other
development languages
 Infrastructure support for networks with remote
desktop and user support
 Level 1 and 2 production system ticket resolution
 ABAP Development support

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Why Costa Rica?
 “Central American Country of the Future”
2007-2008, FDI Magazine
 “2nd Most globalized country in Latin
America”
The Globalization Index 2007, A.T. Kearney and Foreign
Policy
 “4th High-Tech exporter of the world”
World Development Indicators 2008, World Bank
 “Most attractive country in terms of
Government support in Latin America”
Destination Latin America: a Near-shore alternative
Report. AT Kearney, 2007
Costa Rica Benefits
 Highly educated and productive workforce
 Same time zone as the U.S.
 Strategic location in the center of the
Americas
 Renowned history of political, social, and
economic stability
 Preferential access to strategic markets
 Foreign investment incentive regimes
 International standard of business
infrastructure
 High quality of life
 More than 100 years of democracy
 Three independent branches of CR
Government
 Four-year term with reelection for the
President and the Legislative Assembly
 Army abolished in 1948
 Tradition of peace and stability
Government & Politics

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CRTC Site Infrastructure
Network
 2 Sonicwalls PRO 3060 Enhanced (no redundancy), 1
active VPN connected to the US
 50 Mb connection to RACSA / 20Mb connection to ICE
 2 Cable Modems 4Mb (redundant)
 Wireless internal G/N/B network
Servers
 6 Dell Servers Power Edge 2950
 4 Dell POEs Switches
 3 3com switches
 Windows Server technologies based on Windows
2008 Server and Hypher V virtualization. Machines are
mostly for dev environments for customers
Backup System
 Acronis True Image Server / Bare meter restore / SAN
storage / Geographically dispersed
Storage
 EMC2 Fiber SAN with 2 Brocade switches redundancy
and HDD RAID data protection schema (Dell disk array
with SAS disks)
Phone System
 Shoretel 9.1 phone System with switches in the US and
Costa Rica
Power
 EATON UPS power ware 9355 and building-provided
electrical backup
Conference Room Equipment
 Plasma monitor
 Conference phone
 Multifunctional printer
 Web cam
Technology Used

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Nearshore Project Sampling
PHP Web Development Team rewriting existing high-demand web applications
24X7 NOC for monitoring networks, systems, and communications including networking statistics and end-user
support for IDs and passwords
ABAP Development Team providing development support for forms, reports, and extension for a large US-based
global SAP deployment
Production Support Service Desk for a Global C#/ASP legacy sales and distribution system including break/fix and
enhancement activities
Java Development Team supporting the creation of a new Shop Floor Management System and Customer Order
Web Portal for a large US electronics distribution firm
Multiple Service Desks operations providing L1 and L2 support
Development Team supporting an education company’s software system upgrade from Fox Pro to SQL including
enhancement for a new product release

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Contact Us
Mark Mcloud
Executive Vice President, Partner
Intertec International I New York, NY
Office: 212-551-9575 I Cell: 480-628-6802
757 Third Avenue, Suite 1901, New York, NY 10017 I Mark.Mcloud@intertecintl.com
Global IT Solutions Provider I Offices in: North America, Latin America & Europe
Development, Infrastructure and ERP Services I www.intertecintl.com